Author, Speaker and Customer Service Expert

Paul Rutter uses a unique approach to customer service to encourage leaders to strive for More Than Perfect® Customer Service, drawing on decades of real-world experiences that prove one thing: You Can’t Make This Ship Up®.

As a Senior Executive aboard some of the world’s largest and most luxurious cruise ships, Paul doesn’t get to say goodbye to his customers and co-workers and head home at the end of a long work day – adding an interesting dynamic to the way in which he and his team conducts business. When there is no getting away from anyone in the middle of the ocean, the customer experience needs to be More Than Perfect®. And as Paul’s experiences at sea demonstrate, You Can’t Make This Ship Up®.

Through his unique experience of living with his customers and co-workers, Paul takes his audience onboard to ask what they would do differently if they had to work, eat, and live with their clients. What policies and procedures would need to be put in place to ensure their customers – or in this case, their guests – had the “experience of a lifetime?” More often than not, the stories behind these lessons prove that You Can’t Make This Ship Up®.

Paul believes that even if you don’t spend 24 hours a day with your customers, you shouldn’t settle for delivering perfect service. By looking at “perfect” as a starting place instead of a finish line, Paul takes the customer experience to the next level, with real stories, practical lessons and plenty of examples that show why You Can’t Make This Ship Up®.

Paul shows that by exceeding all customer expectations – rather than just meeting them – businesses are guaranteed to experience loyalty and repeat business. With a little humor and a lot of practical, actionable content, Paul leaves his audience knowing they are well on their way to leading a better life and operating a more profitable business and plenty of stories that remind them: You Can’t Make This Ship Up®.